|Hon. Mary McNeill & Hon. Steven Point|
|Hon. Mary Polak|
I'll cut Ms. McNeill and the Ministry a little slack since it has only been a bit more than a week since she took office and she has not been able to get to all of the tasks that will stack up in her inbox and task box. I wonder how soon she and her deputy minister will place their unique marks on the service plan and the CAPP. How much time must be granted to them as a learning curve?
And then how soon before a provincial election? And then, what if the NDP squeaks out a win? What happens to all of these new appointments? At any time, who pays attention to the serviceability, the practicality, the reality of so many aspects of Ministry delivery. It all appears so clean in print. For instance, for any family that has experienced a Ministry child protection procedure and has disagreed with that action, does this complaint resolution process and promise work?
This is what the MCFD website tells us about resolving complaints with them. Is one of the highlighted people you?
Complaint ResolutionThen, there are links provided to acquire information concerning how the (1) complaint process works, and what you can do (2) if you disagree with a decision and where you can find Regional Resolution Consultants.
The Ministry of Children and Family Development is committed to providing quality service to children, youth, families and communities. The complaint resolution process can be used by:
- a child or youth receiving or entitled to receive services,
- a family member or caregiver complaining about their own treatment or their family member's treatment,
- a foster parent complaining on behalf of their foster child,
- a person acting on behalf of a child or trying to get services on behalf of a child (such as a teacher, doctor, foster family), or
- a group of agencies receiving services from MCFD other than by contract.
Toggle the first link and you will find the following promise. Have you tried this process? Does it work? Were you treated with respect and dignity, fairness and sensitivity? Were you informed as to what you could expect as you deal with the Ministry? Were you told specifically about services and how to access them? Were you satisfied with the quality of your ministry services because that is assured to you here? And do you feel that you were involved meaningfully in the case-planning and decision-making for your child(ren)?
(1) Complaint Resolution ProcessThen the website anticipating that some of you will still not be satisfied with the complaint resolution process taken that far, are offered these further steps. The site says, “However, if you have already discussed your concerns with your worker and are not satisfied, or if you feel uncomfortable discussing your concerns, the Complaint Resolution process is available to you.” The Complaint Resolution Process is a two-step process that varies slightly from region to region, but the principles and standards remain the same.
You are encouraged to resolve your complaint informally with your ministry worker. This is usually the fastest and easiest way to try and work things out. Complaints can be made about the following issues:
- being treated with respect and dignity
- sensitivity to a culture
- telling you what to expect in your dealings with the ministry
- involvement in case planning and decision-making about a child in care
- quality of ministry services
- eligibility for or access to MCFD services, and/or
- a breach of the rights of a child in care (see the booklet Know Your Rights - a guide for young people in care).
Step 1: Local Review
Either you or your ministry worker can, individually or with the assistance of a regional resolution consultant, request the ministry worker's team leader review your concern.
Step 2: Formal Review
- If you are not satisfied with the decision made by the team leader, the local manager or director will then try to resolve your concern by completing a formal review.
- If you haven't already done so, you or the team leader may contact the regional resolution consultant to ask for assistance.
- During a formal review, you will have an opportunity to speak with the local manager or director about your concerns.
- The local manager or director may make a decision during your meeting or at a later time.
- You will receive a letter informing you of the decision and the reasons for the decision. If you are still not satisfied, an independent review can be made. Please see the information on the If You Disagree page for details.
If You Disagree: If you have completed the Complaint Resolution Process and are still not satisfied you have further options.
Office of the Ombudsman
The Office of the Ombudsperson received inquiries and complaints about the practices and services provided by public agencies. Their role is to impartially investigate complaints to determine whether public agencies have acted fairly and reasonably.
Phone: 1 800 567-3247
Fax: 250 387-0198
Representative for Children and Youth
The Representative for Children and Youth provides advocacy services to ensure that the voice and views of young people are heard and that their rights and interests are upheld in decisions that are being made about them.
Phone: 1 800 476-3933
Fax: 250 356-0837
Have you been offered sufficient assurance so far do you think, that the intervention into your family life or the removal of your child has been handled properly and that you have a road to resolution clearly laid out ?